Stability of library service quality benchmarking norms across time and cohorts: A LibQUAL+TM study

Thompson, Bruce and Cook, Colleen and Kyrillidou, Martha (2006) Stability of library service quality benchmarking norms across time and cohorts: A LibQUAL+TM study. In Khoo, C. and Singh, D. and Chaudhry, A.S., Eds. Proceedings A-LIEP 2006: Asia-Pacific Conference on Library & Information Education & Practice 2006, pages pp. 52-60, Singapore.

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Abstract

LibQUAL+TM is a web-administered library service quality assessment protocol that has been used around the world in hundreds of different types of libraries. Data have been collected from almost 500,000 library users. The protocol has been used in several language variations. The purpose of the present study is to characterize the stability of LibQUAL+TM score norms across both time and various user cohorts. Library staff may place more confidence in benchmarking conclusions if the stability of the score norms can be demonstrated.

EPrint Type:	Conference Paper
Keywords:	LibQUAL, Library service quality, Benchmarking
Subjects:	Library Science Quantitative Research Library Statistics Evaluation
ID Code:	1360
Deposited On:	23 May 2007
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